Software Application Support Engineer (Java)

Apple

About The Position

Apple’s Information Systems and Technology (IS&T) organization supports the technology behind Apple’s products and services. The Retail Engineering Operations & Support team provides support for Apple stores worldwide, including online and physical stores, to facilitate a personalized shopping experience. As a Software Application Support Engineer, you will manage and support software releases in non-production test environments before go-live. You will bridge engineering, QA, UAT, and DevOps teams by troubleshooting environment drift, data setup, and system issues, and ensuring test environment readiness. As part of the global Apple Online Store non-production support team, you will triage critical system issues, deploy proactive monitoring, and coordinate cross-functional stakeholders during incidents to restore services rapidly. You will develop a comprehensive understanding of the eCommerce ecosystem, including system integrations and dependencies, and apply independent judgment to complex technical challenges while pursuing automation, optimization, and operational efficiency. The role may require working non-standard hours to support incident mitigation at any time or day of the week.

Requirements

At least 4 years of software engineering experience in development, application support, or DevOps/SRE.
Experience with incident, change, and problem management using an enterprise ITSM tool.
Proficiency in Java, Scala, or another object-oriented programming language for technical analysis and independent debugging.
Hands-on experience with Splunk or other monitoring/observability tools.
Working experience with RDBMS and PL/SQL.
Excellent analytical and problem-solving skills during high-pressure outages.
Ability to conduct root cause analysis and clearly explain technical problems to non-technical stakeholders.
Good knowledge of Unix shell scripting.
Bachelor’s degree or higher in Computer Science or a related STEM field.

Nice To Haves

Working experience with cloud infrastructure such as AWS.
Support experience with an eCommerce platform.

Responsibilities

Review functional and technical requirements for upcoming projects, identify potential impacts on existing workflows, and determine system monitoring needs.
Implement and activate new alerts or modify existing alerts to support optimal system performance.
Partner with developers, QA/UAT test teams, and DevOps to maintain a consistent and stable test environment.
Identify changes to key environmental aspects, including base data values, and assess their impact on potential test cases.
Monitor system performance and proactively identify issues using application logs and monitoring dashboards.
Diagnose and resolve configuration errors, database connection drops, environment bottlenecks, and deployment failures.
Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes.
Work with other support teams to prioritize and fix system issues.
Create and maintain support documentation and help evolve standard practices and procedures.
Identify and collaborate on automation opportunities to improve support efficiency.
Conduct detailed knowledge-transfer sessions for production support teams on key projects, including assessing additional monitoring, alerting, or changes.